Meet the Pros: Getting to Know the Pro Germany Claims Team

For those who may not know the team, can you tell us a bit about the Pro Germany Claims team and what makes it special? 

Laura Schmidt: We’re a team of 39 people, including our team leaders. We’ve grown quite a lot over the past two years, bringing together people with all sorts of different backgrounds and experiences. 

We have claims handlers, team leaders and an administration team, and everyone plays an important part in keeping things running smoothly. Our administration colleagues make sure incoming letters and emails are filed correctly and sent to the right people. We then review the files, including the medical information and other documentation, while our team leaders help maintain quality and make sure everything is being handled to the right standard. 

One of the things I really like about the team is how varied everyone’s backgrounds are. Some people have worked in insurance or law, while others, like me, have come from completely different professions. That means there’s a lot of different knowledge and experience within the team, and we can learn a lot from each other. 

Claims handling is very much a team effort. How would you describe the culture at Pro Germany, and what makes working together so effective? 

Polina Rusch: It’s a really supportive team. Whether you’ve got one problem or ten, you know you can pick up the phone and ask someone for help. Nobody is expected to figure out a difficult case on their own, and people are always willing to support each other. 

Laura Schmidt: I’d definitely agree with that. We’ve had a pretty high workload over the past two years, so having that support around you has been especially important. Even when things get busy, people still make time to help their colleagues, which says a lot about the team. 

Quite a few of us work from home, but that doesn’t mean we feel disconnected. We use Microsoft Teams to keep in touch, and you know that if you’re struggling with something at work, or just having a difficult day, there’s someone you can call for a chat or a bit of advice. 

You don’t feel as though you’re dealing with everything on your own, even when you’re physically working on your own. 

Claims can involve some complex and sensitive situations. What skills and qualities do you think are most important when it comes to doing the job well? 

Laura Schmidt: I’d say empathy is really important, but so is being willing to learn. We have people from lots of different professional backgrounds, and not everyone comes into the role with experience of insurance or claims handling. You need to be open to learning new things, asking questions and picking up knowledge from the people around you. 

Resilience is important, too. Every case is different, and sometimes you’re speaking to people who are understandably upset or going through a really difficult time. You need to be able to stay calm, focus on what needs to be done and handle those conversations professionally. 

It’s also important to find a way to switch off at the end of the day. We sometimes deal with very sensitive medical information, and you need to be able to process that while you’re at work without taking everything home with you. Finding that balance is a big part of looking after yourself in this role. 

Polina Rusch: I agree. I also think having colleagues with different backgrounds is a real advantage. We all bring something different to the table, and being able to share our knowledge and get another person’s perspective can be really helpful when you’re working through a difficult situation. 

Insurance is always evolving. How do you keep up with changes in the market, regulations and client expectations? 

Polina Rusch: We have regular team meetings where we discuss what’s changing, including new case law. It’s a good opportunity to learn from people with more expertise and understand how those developments might affect our work. 

Laura Schmidt: Our team leaders are really helpful here, too. They explain what changes mean in practice and give us guidance on how we should approach different situations. 

With any changes, we need to understand what that means for the work we do every day. Having those conversations and being able to ask questions helps us keep learning and gives us more confidence when handling claims. 

What are you most proud of about the team, and what makes your work rewarding? 

Polina Rusch: For me, it’s the trust that our managers and colleagues place in us. Everyone has the opportunity to learn and develop at their own pace, and you know there’s support available if you need it. 

I think that balance is really important. You’re encouraged to build your skills and take on new challenges, but nobody expects you to know everything straight away. Knowing that people trust you while also being there to help makes it a great environment to work in. 

Laura Schmidt: For me, it’s that sense of connection with my colleagues. Even when I’m working from home in my own office, I know I can reach out to someone if I have a question or am having a difficult day. That support means a lot. 

I’m also proud of the difference our work can make to people’s lives. Before joining Pro, I worked as a paediatric nurse, and a big part of what motivated me was being able to help people and make things a little better for them. In some ways, I feel I can still do that in my role here.